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July 24 2017          
 
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Online Ticket Purchases Frequently Asked Questions

How far in advance can I purchase my tickets online?

Can I pick my seat number when purchasing tickets online?

What will I need to print out in order to board with my Online ticket?

I am trying to buy a ticket online but it says there are no available seats. Does this mean the departure is sold out?

I am a member of the Family Express, am I able to apply my online tickets toward free travel?

What requirements are there for tickets purchased online?

I do not have a valid photo ID, will I still be able to board the bus with my Online ticket?

Can I buy an online Ticket for another person to use?

Can I purchase a ticket online for travel outside of the USA?

I have excess luggage. Will I still be able to board the bus with this ticket?

How will I receive my online ticket?

What is an Order Number and how is it used?

What if I did not receive my confirmation email?

Is any special software required to print my ticket?

What type of printer is needed to print my online ticket?

What if I cannot print my online ticket from the confirmation email or from the Print page?

What if I am unable to print my online ticket and Customer Service is closed?

Will my online ticket that I printed at home be accepted on any El Paso - Los Angeles Limousine Express, Inc. bus?

Can I have my Online Ticket printed at any El Paso - Los Angeles Limousine Express, Inc. Terminal?

How far in advance can I purchase my tickets online?

  • Online tickets can be purchased anywhere from one (1) hour before a departure up to no more than ninty (90) days in advance.

Can I pick my seat number when purchasing tickets online?

  • Yes

What will I need to print out in order to board with my Online ticket?

  • Every passenger must have a printed copy of boarding pass with their name on boarding pass.
  • Exception to this is children who are traveling on the lap of an adult passenger. For information on our Children Policy please click here.

I am trying to buy a ticket online but it says there are no available seats. Does this mean the departure is sold out?

  • Not always. Please contact the closest terminal/agency where you plan to depart from to see if any seats are still available for purchase.
  • If seats are available when calling the terminal/agency, you may need to purchase the ticket In Person at the terminal/agency.
  • All terminals accept credit cards, cash, travelers checks and money orders as forms of payment. Agencies accept cash, travelers checks and money orders as forms of payment.

What requirements are there for tickets purchased online?

  • Valid Government issued photo ID along with printed boarding pass for every passenger may be required upon boarding.
  • Exception to this is children who do not have a photo ID or who are traveling on the lap of an adult passenger. For information on our Children Policy please click here.

I do not have a valid photo ID, will I still be able to board the bus with my Online ticket?

  • If you do not have a valid Government issued photo ID (or you have one but the ID has been misplaced or stolen) it might be necessary to purchase a new ticket at one of our terminals in order to travel.
  • If you have purchased your online ticket and do not have a valid Government issued photo ID, we recommend you arrive to the terminal at least two (2) hours prior to departure to speak with the terminal manager/supervisor on duty. The manager/supervisor might request other forms of authorization to verify identity. It is solely at the manager/supervisor’s discretion to make a decision on allowing customers to board without ID.

Can I buy an online Ticket for another person to use?

  • Yes. Before purchasing an online ticket for another person, please ensure that the person traveling:
  • Has a valid Government issued photo ID
  • Is able to receive the Order Number
  • Can print their online ticket
    • If unable to print ticket, passenger can have boarding pass printed at terminal however they MUST have the Order Number and should be prepared to present proper ID.

Can I purchase a ticket online for travel outside of the USA?

  • No. Online tickets are only available for purchase to travel within the USA; however customers are able to purchase tickets for travel to Mexico over the phone using their credit card by calling 1-866-691-9732. Tickets to Mexico can also be purchased In Person at any of our terminals and agencies.

I have excess luggage. Will I still be able to board the bus with an online ticket?

  • Yes. For more information on luggage guidelines and restrictions, please click here

I am a member of the Family Express, am I able to apply my online tickets toward free travel?

  • Yes. For more information on our Family Express, please click here

How will I receive my online ticket?

  • Once your order is completed, you will be given an Order Number on the same webpage – this number is needed to print tickets at terminals. We recommend you either print this page or write down your Order Number in a safe place.
  • You will receive an email from El Paso - Los Angeles Limousine Express, Inc. containing your Online ticket as an attachment in PDF format
  • Please check your “junk” and/or “spam” folder to ensure the email was not directed there in error

What is an Order Number and how is it used?

  • An Order Number is provided after your order is completed and is necessary in order to print tickets at terminals or to make changes to trips such as changing departure date and/or time, ect.
  • A sample Order Number appears as “12205”

What if I did not receive my confirmation email?

  • If do not receive your confirmation email, please check your “junk” and/or “spam” folder to ensure the email was not directed there by mistake. If confirmation email is not in your spam folder and you entered the correct email address during the purchase process, please contact Customer Service at 1-866-691-9732 (Monday – Sunday from 7am - 8pm MST).

Is any special software required to print my ticket?

What type of printer is needed to print my online ticket?

  • Minimum requirements are an inkjet or laser printer capable of printing an 8.5 x 11 page ("letter size") document.
  • The online ticket can be printed in color or black and white/grayscale.
  • When printing at home you must ensure your boarding pass displays all ticket details clearly and legibly.

What if I cannot print my online ticket from the confirmation email or from the Print page?

  • Check to make sure you have a recent version of Abode Reader installed.
  • Check to ensure your printer is turned on, has ink and paper, all connections are correct and is functioning properly.

After following all the instructions above if you are still unable to print an online ticket, please contact Customer Service at 1-866-691-9732 (Monday – Sunday from 7am – 8pm MST). When contacting customer service, please have the following information available to better assist you:

  • Order Number
  • First and last name of the cardholder who paid for the ticket
  • First and last name of the passenger(s) traveling
  • Departure city
  • Scheduled departure date & time

Please note: We are unable to troubleshoot any technical or mechanical issue with the downloading, use or functionality of your computer, printer, portable device (tablets, phones, etc) and/or related software/programs.

What if I am unable to print my online ticket and Customer Service is closed?

  • Online tickets can be printed at terminals on the day of travel only when provided with the Order Number and Photo ID.
  • If you need to have your ticket printed at the terminal, you must arrive at least forty-five (45) minutes before your scheduled departure date and time. During peak holiday seasons, you must arrive at least one (1) hour in advance.

Will my online ticket that I printed at home be accepted on any El Paso - Los Angeles Limousine Express, Inc. bus?

  • No. Tickets are only accepted for travel on the departure date and time listed on the ticket. For more information on changing your ticket/itinerary please click here.

Can I have my Online Ticket printed at any El Paso - Los Angeles Limousine Express, Inc. Terminal?

  • Yes however we will print boarding passes on the day of travel only.
  • You must have the Order Number and be prepared to show proper ID.
  • If you will be having the ticket printed at the terminal, you must arrive at least forty-five (45) minutes before your scheduled departure date and time. During peak holiday seasons, you must arrive at least one (1) hours in advance.
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